Customer Service Technical Support

Location: Hybrid in Pasig, Metro Manila, Philippines

Salary: PHP 40,000–PHP 48,000 per month

Company

hirify.global and Spectrotel provide managed network services covering connectivity, networking, security, communications, SD-WAN, SASE, cloud connectivity, unified communications, and AI-powered network management across more than 190 countries.

What you will do

• Answer inbound customer support calls and communicate issue status, next steps, and resolution progress.
• Create, document, update, and follow up on customer trouble tickets, carrier tickets, and LEC escalations.
• Perform initial service reviews and basic network troubleshooting using aireMonitor, including connectivity checks, ping tests, traceroute testing, and network diagnostics.
• Review service status, report findings, open carrier tickets for outages, and remotely reboot broadband modems using aireReboot.
• Gather troubleshooting information, maintain accurate customer interaction records, and escalate unresolved or complex issues according to established procedures.
• Meet SLAs and customer service standards while collaborating with internal teams on timely issue resolution.

Requirements

• High school diploma or equivalent. An Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
• At least 1 year of experience in customer service, technical support, help desk, service desk, call center, or an MSP environment.
• Strong verbal and written English communication skills.
• Ability to manage multiple customer interactions in a fast-paced environment and follow documented procedures and escalation processes.
• Basic understanding of networking concepts, including TCP/IP, WAN/LAN connectivity, and internet services.
• Experience performing basic troubleshooting such as ping and traceroute tests.
• Strong customer service, problem-solving, communication, teamwork, time management, adaptability, and documentation skills.
• Proficiency with Microsoft Office applications.
• Knowledge and experience with major telecommunications carriers and service providers, including AT&T, Verizon, Cox, Windstream, and 8x8, as well as carrier products and support processes for voice, data, internet, cloud communications, SIP trunking, and managed network solutions.
• Ability to coordinate with carrier representatives, troubleshoot service issues, manage escalations, and assist with service provisioning, implementations, and customer support.

Nice to have

• Experience working in a Managed Service Provider environment.
• Experience using Salesforce Service Cloud or Salesforce ticketing systems.
• Experience using SolarWinds monitoring and network management solutions.
• Familiarity with service monitoring platforms, remote support tools, ticket management systems, incident tracking, service desk operations, or NOC environments.
• Knowledge of broadband, telecom, or managed network services.
• Equipment experience with Cisco, Juniper, Fortinet, Meraki, VeloCloud, BigLeaf, Fortinet GW SD-WAN devices, 8x8, CoreDial, IntelePeer, Broadview/Windstream carrier portals, BEC, Cradlepoint IOW devices, and SIP, SIP trunk, and MGCP VoIP protocols.
• Understanding of carrier-specific service offerings, installation requirements, and order management processes.

Culture & Benefits

• Hybrid work arrangement in Pasig, Metro Manila, Philippines.
• Full-time employment with monthly compensation of PHP 40,000–PHP 48,000.
• Work focused on customer communication, accurate documentation, timely issue resolution, and collaboration with internal and carrier teams.
• Exposure to managed connectivity, networking, security, telecommunications, and AI-powered service management environments.